Senior Account Manager / Account Manager, Service Partnership

VITAL; Singapore; On-site; SGD 100,000 - 130,000; Full time

Job summary

VITAL in Singapore seeks a Senior Account Manager to strengthen partnerships with service partners, acting as the voice of the customer and driving improvements across customer experience and operational effectiveness.

You will manage relationships, identify needs and opportunities, coordinate across VITAL to resolve complex issues, and contribute to service onboarding and strategic initiatives. A client-focused, cross-functional leader will thrive here.

Qualifications

• Five+ years of experience in account management, customer experience, service management, or consulting.
• Strong client and stakeholder management with the ability to build trust and navigate competing interests.
• Solid analytical and problem-solving skills; interpret feedback and data from multiple sources.

Responsibilities

• Strategic Partner Management: build trusted relationships with service partners and act as primary relationship manager and escalation point.
• Service Delivery and Performance: oversee service performance, issues, and commitments across accounts; resolve cross-functional issues.
• Insights and Service Improvement: analyze feedback and performance data to identify trends and improvement opportunities; present concise briefs to management.
• Business Development and Service Onboarding: identify opportunities to expand services and support onboarding and transition activities.
• Organisational Collaboration and Special Projects: lead cross-functional initiatives to improve customer experience and service culture.

Skills

Stakeholder management

Analytical thinking

Communication

Independent leadership

Judgement & learning agility

Job description

What the role is:

The Senior Account Manager / Account Manager strengthens VITAL's partnerships with assigned service partners and serves as the voice of the customer within VITAL. The role develops a deep understanding of service partners' business priorities, needs and operating context, translates customer and service insights into practical improvements, and works across VITAL to improve service outcomes, customer experience and organisational effectiveness.As a trusted client partner, the Senior Account Manager / Account Manager helps service partners navigate VITAL's services, facilitates the resolution of complex issues and identifies opportunities to strengthen partnerships and deliver greater value.

What you will be working on:

1. Strategic Partner Management
   
   
   
   • Build and sustain trusted relationships with assigned service partners, develop a strong understanding of their business priorities and operating context, and serve as the primary relationship manager and escalation point.
   
   
   • Identify emerging needs, risks and opportunities, and work with stakeholders across VITAL to address issues and strengthen service partner outcomes.
   
   
   • Represent the voice of the customer within VITAL and ensure customer perspectives are incorporated into service and transformation discussions.
   
   
   
   


2. Service Delivery and Performance
   
   
   
   • Maintain oversight of service performance, customer issues and commitments across assigned accounts.
   
   
   • Work with service owners, corporate functions and service partners to clarify expectations, address service concerns and resolve complex cross-functional issues.
   
   
   • Facilitate service reviews and discussions that lead to agreed actions and service improvements.
   
   
   
   


3. Insights and Service Improvement
   
   
   
   • Analyse customer feedback, survey findings, complaints, engagement outcomes and service performance information to identify trends, risks and improvement opportunities.
   
   
   • Translate insights into practical recommendations and interventions that improve customer experience, service quality and operational effectiveness.
   
   
   • Prepare concise briefs, recommendations and presentations for management and stakeholders.
   
   
   
   


4. Business Development and Service Onboarding
   
   
   
   • Identify opportunities to expand or strengthen VITAL's services based on service partner needs and organisational priorities.
   
   
   • Work with service owners and stakeholders to support service onboarding, implementation and transition activities.
   
   
   • Help ensure new or expanded services are introduced smoothly and achieve intended outcomes.
   
   
   
   


5. Organisational Collaboration and Special Projects
   
   
   
   • Lead or participate in cross-functional initiatives that improve customer experience, service quality and service culture.
   
   
   • Support strategic reviews, engagement forums and organisational initiatives assigned by management.
   
   
   • Undertake other duties assigned in support of Service Partnership and organisational priorities.
   
   
   
   

What we are looking for:

• At least 5 years of relevant experience in account management, customer experience, service management, consulting or related fields.


• Strong client and stakeholder management skills, with the ability to build trust, manage relationships and navigate competing interests.


• Strong analytical and problem-solving skills, with the ability to interpret feedback and data from multiple sources and develop practical recommendations.


• Strong written, presentation and facilitation skills, with the ability to communicate clearly with both operational and senior stakeholders.


• Ability to lead complex work independently and work effectively across organisational boundaries.


• Good judgement, learning agility and a strong commitment to continuous improvement.

We regret to inform that only shortlisted candidates will be notified.

About VITAL

Looking to make an impact in your career? Join VITAL, a department under the Ministry of Finance that is transforming the delivery of corporate services in the Singapore Public Service. As the Central Agency for Corporate Shared Services, we provide HR, Payroll, Finance, Procurement and other essential services to over 100,000 public officers and 100 government agencies. Also as the Robotics & Automation Lead for corporate and administrative services domain, we are at the forefront of driving innovation and technology adoption. More than just an organisation, we are a community committed to creating an inclusive environment that cares for our officers. We prioritise your growth and development, offering exciting career prospects and training opportunities in high-demand skills like Data Analytics, Design Thinking and Robotics Process Automation. We understand the importance of work-life harmony and strive to support our officers in achieving it.

Visit us at www.vital.gov.sg or follow us on LinkedIn at www.linkedin.com/company/vital-ministry-of-finance.